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New Member
Posts: 2
Registered: ‎06-28-2018

Targus not honoring lifetime warranty

[ Edited ]

In December of 2014, I purchased a Targus computer bag with rollers from my local Best Buy store. One of the factors in my choice was that the bag indicated that it had a lifetime warranty. I have been using the bag and recently the wheels started to separate and is now unusable. I contacted Targus customer support by phone to make a warranty claim (reference number {removed per forum guidelines}).

 

I explained the situation and was told that I had 2 options. The first option was that Targus could send me replacement wheels but that I would need to take it a luggage repair store to have them installed ... at my expense. The second option was to mail them the bag itself ... again at my expense ... and they would send me a new one.

 

I explained that I did not feel that a "lifetime" warranty claim should require any expense to the custoemr. I was told that I could go review the details of their version of a lifetime warranty on their website. Of course, when I purchased the product, I do not remember anything saying that their lifetime warranty claim process would cost me more than the original cost of the product.

 

The original customer service agent estimated that the return postage would cost between 5 and 10 dollars. I decided that it was easier to be cheated out of 5 - 10 dollars than to receive replacement wheels that would cost more to have installed than the product was worth.

 

So I packaged up the case and took it to UPS and they estimated the shipping cost to be >$50. They said that USPS had the least expensive shipping so I went back home and looked it up online. I determined that shipping through USPS would be a minimum of $27. The original cost of the product was $49, so neither of these two options was reasonable. Not to mention that the customer should never be responsible for shipping a defective product back to its manufacturer.

 

So I contacted Targus again, explaining the situation and asking if there was a more reasonable option or alternative. I even offered to cut the wheels from the bag and return those, along with pictures of the bag without wheels. That way the postage would be less and Targus could still have the evidence it needed of a defective product. 

 

The response from Targus was that I should read their online warranty which said that I must return the "entire" bag. They then suggested that I try other package delivery services and see if I could find a lower price. They thanked me for my business and apologized for the inconvenience. Of course, that still left me stuck with the defective product. It seems to me that labelling a product as having a lifetime warranty is rather deceptive when the cost of making a warranty claim exceeds the original cost of the product. 

 

I think it is terrible that Targus claims to have a lifetime warranty on its products and then hides behind some perversion of that phrase on its website that allows them to not honor it. When I shop at Best Buy, I assume that the products you sell are free from deceptive labelling about warranties. I assume that a lifetime warranty is just what it says and that I don't need to check the manufacturers website to see if they have their own definition of it.

 

But, in this case, that was not true. I purchased a product from your store and now find the manufacturer is unwilling to replace their defective product, protected by a lifetime warranty, in any reasonable manner. 

 

Is there anything Best Buy can do to motivate Targus to stop their decptive practice and do the right thing ?

 

I appreciate your assitance.

Joe

 

 

Best Buy Employee
Posts: 960
Registered: ‎01-09-2015

Re: Targus not honoring lifetime warranty

This is honestly typical of most manufacturer warranties.  I had a similar warranty experience when it came to my hardsided carry-on and I can attest to the fact that luggage shipping can be pricey. The warranty itself covers materials and labor, but it is typically on the end user to provide the means to get it to their service centers.  Some of the manufacturers will provide return shipping back to you and some actually require you to pay for it as well.  As long as they are providing the work to you under the lifetime warranty, this still meets the guidelines.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Registered: ‎04-18-2017

Re: Targus not honoring lifetime warranty

Good afternoon User421912-

 

We appreciate the time you’ve spent letting us know about your warranty claim with Targus.  It would be understandable to reach out to us for assistance, here on the Best Buy forums, and I’m grateful for the opportunity to shine some light on the situation.

 

 As one of our community members noted, and I’d have to agree also, I’m not seeing anything out of the ordinary for the warranty process described.  With that said, I do understand the return shipping is where the circumstances become less ideal, but this would not be something we’d be able to alter.  Their processes are their own, and I’d highly recommend working with them to complete their warranty. 

 

Please let us know if you have any other questions, and I’d be more than willing to see what options may exist to help out!  Have a great day!

 

Kindly,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎06-28-2018

Re: Targus not honoring lifetime warranty

JJ,

 

I simply don't understand why you see nothing wrong with this situation and that you do not think that it should be of any concern to Best Buy.

 

  • I purchased a product with a lifetime warranty at Best Buy for $50. 
  • After 3 1/2 years the product stopd working due to a defect
  • The manufacturer is willing to replace it if I spend approximately $50 (based on UPS price) to pay for the return.
  • Effectively, this means that I am paying $100, not $50.
  • When did it become okay to charge the customer to replace a defective product ?

It just does not make any sense to me that I need to spend 2X the actual price (in total) just because the original item I received was defective. That's not a warranty, that is deceptive.

 

More than anything else, I am amazed that Best Buy does not see this as "out of the ordinary", or anything they want to help their customer get rectified.How can asking your customer to pay 2X the actual price in order to get a product that is not defective not out of the ordinary.

 

I realize that Best Buy may not care about keeping me, individually, as a customer. But it is unlikely that Targus has singled me out. How many other Best Buy shoppers are taking their business elsewhere for the same reason ? If you don't protect your customers from these type of deceptive manufacturers "warranties" then I have to wonder if your competitors do.

 

Joe

Best Buy Employee
Posts: 960
Registered: ‎01-09-2015

Re: Targus not honoring lifetime warranty

Targus is not an Best Buy exclusive brand, purchasing anywhere will result in the same method of warranty replacement. I personally don’t think there is anything deceptive about a lifetime warranty that repairs/replaces an item with the only stipulation is that you have to deliver the item to them.

Another thing to think about is the money for shipping does not go to Targus. UPS, USPS, FedEx, etc. charge for their services. Shipping is what it is, shipping. It is a cost of doing business, and one that we all have to deal with. Unfortunately some items cost as much to ship as they are worth. I had an awesome set of bookshelf speakers that I wanted to sell. Ultimately the price for the buyer was doubled because shipping was as much as the speakers were sold for. Ultimately, we all have to decide what we are willing to pay.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 3,012
Topics: 69
Kudos: 248
Blog Posts: 4
Solutions: 148
Registered: ‎04-18-2017

Re: Targus not honoring lifetime warranty

Hello again User421912-

 

I do appreciate the time that you’ve spent elaborating on the details of your purchase and we always hope to provide our expert service to all of our customers!  We do hope you’ll continue to make Best Buy your shopping destination for all of your electronic needs, although my response won’t be any different, please allow me a chance to describe the benefit of purchasing our Geek Squad Protection plans

 

Our protection keeps your device safe when manufacturer warranties come up short.  We too believe bad luck deserves good coverage, which is why we recommend purchasing our warranties in conjuction with the standard manufacturer’s warranty.  Many of our products have a replacement plan options, although normally speaking, this strictly depends on the item itself and I’m not speaking to your backpack.  Extended warranties that are not replacement plans would have similar steps to that of Targus, but we would take care of the servicing and repair. 

 

I cannot go back to the past, but I can look to the future, which is why I’m telling you this information.  Please know that as the retailer we do our best to support our vendors and manufacturing companies, but we’re unable to implement any rules on their own warranty procedures and processes.  I know this wasn’t the response you were hoping for, but know we do value you and your feedback!  Never hesitate to write back now that you’ve joined the community, here on the Best Buy forums!

 

Sincerely,   

JJ|Social Media Specialist | Best Buy® Corporate
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